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    The Contact Centre Operations Industry in South Africa 2021

    Yasmin Mahomedy | South Africa | 06 September 2021

    The Contact Centre Operations Industry in South Africa 2019

    Natalie Bryden | South Africa | 15 August 2019

    The Contact Centre Operations Industry in South Africa 2017

    Yasmin Mahomedy | South Africa | 25 May 2017

    The Contact Centre Operations Industry in South Africa 2015

    Yasmin Mahomedy | South Africa | 22 September 2015

    Report Info

    Report Summary Table of Contents
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    Report Coverage

    This report focuses on the South African contact centre industry, a subsector of the business process outsourcing industry. It includes information on the state of the sector, job creation, government support, and influencing factors. There are profiles of 40 companies including international companies with call centre operations in South Africa such as Aegis, CCI, Merchants, Outworx and Webhelp, and back office suppliers such as Altron and Business Connexion.

    Contact Centre Operations

    The South African contact centre industry, which includes call centres, technical support and back and front office services for multinationals and South African companies, has recorded exceptional growth in recent years, driven by strong support by government through the incentives offered by the Department of Trade, Industry and Competition. The industry specialises in customer service and shared services, specifically in banking, financial services, insurance, and niche legal services. It is seen as an employment creator and foreign currency earner from outsource services.

    Competitive Advantage

    South Africa was voted by contact centre managers globally as the preferred business process outsourcing location in the world, after being placed second for three years in a row. More than half of the work performed by South Africa’s call centre outsourcing currently comes from the UK. South Africa’s competitive advantages include availability of skills, infrastructure, risk profile, business environment, English fluency and time zone alignment.

    Government Support

    Support by government, through the incentives offered by the Department of Trade, Industry and Competition, has seen the sector grow despite the challenges posed by the coronavirus pandemic. The Global Business Services Incentive was introduced in 2019 to create employment for young people and contribute to the country’s export revenue from offshoring services.

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    The Contact Centre Operations Industry in South Africa 2021

    Full Report

    R 6 500.00(ZAR) estimated $342.79 (USD)*

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    Industry Overview

    R 4 550.00(ZAR) estimated $ 239.95 (USD)*

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    Industry Organogram

    R 450.00(ZAR) estimated $ 23.73 (USD)*

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    Historical Reports

    The Contact Centre Operations Industry in South Africa 2019-08-15

    R 1 900.00(ZAR) estimated $100.20 (USD)*

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    The Contact Centre Operations Industry in South Africa 2017-05-25

    R 1 900.00(ZAR) estimated $100.20 (USD)*

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    The Contact Centre Operations Industry in South Africa 2015-09-22

    R 1 900.00(ZAR) estimated $100.20 (USD)*

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    Table of Contents

    [ Close ]
    PAGE
    1. INTRODUCTION 1
    2. DESCRIPTION OF THE INDUSTRY 1
    2.1. Industry Value Chain 2
    2.2. Geographic Position 3
    3. SIZE OF THE INDUSTRY 4
    4. STATE OF THE INDUSTRY 5
    4.1. Local 5
    4.1.1. Corporate Actions 10
    4.1.2. Regulations 10
    4.1.3. Enterprise Development and Social Economic Development 12
    4.2. Continental 13
    4.3. International 14
    5. INFLUENCING FACTORS 16
    5.1. Coronavirus 16
    5.2. Economic Environment 16
    5.3. Rising Input Costs 17
    5.4. Government Support 17
    5.5. Labour 19
    5.6. Technology, Research and Development (R&D) and Innovation 24
    6. COMPETITION 25
    6.1. Barriers to Entry 28
    7. SWOT ANALYSIS 28
    8. OUTLOOK 29
    9. INDUSTRY ASSOCIATIONS 29
    10. REFERENCES 30
    10.1. Publications 30
    10.2. Websites 30
    APPENDIX 1 – SUMMARY OF NOTABLE PLAYERS 31
    COMPANY PROFILES 34
    1STREAM MANAGED TECHNOLOGY SOLUTIONS (PTY) LTD 34
    ACCENTURE SERVICES (PTY) LTD 36
    AEGIS OUTSOURCING SOUTH AFRICA (PTY) LTD 38
    ALTRON TMT (PTY) LTD 40
    AVIRTUAL SERVICES (PTY) LTD 43
    BUSINESS CONNEXION (PTY) LTD 45
    CARE CALL RETAIL AND DISTRIBUTION SERVICES (PTY) LTD 48
    CCI SA (DURBAN) (PTY) LTD 49
    CCI SA JOHANNESBURG (PTY) LTD 51
    CCI SOUTH AFRICA (PTY) LTD 53
    CENTREVO (PTY) LTD 55
    DIGITAL MALL (PTY) LTD 57
    DREAMSCHEME 76 (PTY) LTD 59
    DURBAN TECHNOLOGY HUB NPC 61
    EC THREE (PTY) LTD 63
    ERNST AND YOUNG SERVICES (PTY) LTD 65
    EXLSERVICE SOUTH AFRICA (PTY) LTD 67
    FSP SOLUTIONS (PTY) LTD 69
    FULL CIRCLE CONTACT CENTRE SERVICES (PTY) LTD 71
    GIJIMA GROUP LTD 72
    I-TALK CALL CENTRE SOLUTIONS (PTY) LTD 76
    ICONTACT (PTY) LTD 77
    IGNITION TELECOMS INVESTMENTS (PTY) LTD 79
    LABORIA SOLUTIONS (PTY) LTD 82
    MANGO 5 (PTY) LTD 84
    MARKET IQ (PTY) LTD 86
    MERCHANTS SA (PTY) LTD 88
    MINDPEARL SOUTH AFRICA (PTY) LTD 90
    MTN GROUP LTD 92
    NEXTEC INDUSTRIAL TECHNOLOGIES (PTY) LTD 96
    O'KEEFFE AND SWARTZ CONSULTANTS (PTY) LTD 101
    OUTWORX CONTACT CENTRE (PTY) LTD 103
    SA COMMERCIAL (PTY) LTD 105
    SOLUGROWTH (PTY) LTD 107
    STATE INFORMATION TECHNOLOGY AGENCY SOC LTD 109
    TALKSURE TRADING (PTY) LTD 113
    TP SOUTH AFRICA TRADING (PTY) LTD 114
    WEBHELP SA OUTSOURCING (PTY) LTD 116
    WNS GLOBAL SERVICES SA (PTY) LTD 118
    WNS SOUTH AFRICA (PTY) LTD 120

    Report Coverage

    This report is on the South African contact centre industry and describes the state of the industry, employment numbers and trends and sector-specific developments. There are comprehensive profiles of 42 companies. These include Merchants which, with holding company Dimension Data, bought Canadian Millennium 1 Solutions; Business Connexion, which said it would retrench about 700 employees following a weak financial performance; and Webhelp, which is involved in an initiative to boost BPO skills in South Africa.

    Contact Centre Operations

    The South African contact centre industry, which is a subsector of the business process outsourcing (BPO) industry, contributes approximately R53bn annually to South Africa’s GDP. Through various government incentives and industry initiatives, South Africa is attempting to grow its share of the BPO market to 4% of global revenues by 2030, from around 1% some years ago. The industry employs more than 228,000 consultants or agents, of which 38,600 are focused solely on international business. Contact centres are an important sector for job creation as they are labour-intensive.

    Challenges of Automation

    South Africa has a booming local contact centre economy and has been able to attract foreign investment due to incentives offered by the Department of Trade and Industry (DTI). In addition to the cost savings, South Africa is attractive as an offshore destination as it has good quality English-speaking talent and government support in areas of skills development and infrastructure incentives. While it is a job creator, automation and artificial intelligence will affect job creation opportunities as some contact centre functions become automated. Chatbot technology is being deployed for relatively simple, mundane tasks, leading to concerns that agents will become obsolete. However, artificial intelligence will increasingly be used to automate routine tasks so that human agents can focus on escalated issues.

    Read More..
    The Contact Centre Operations Industry in South Africa 2019

    Full Report

    R 1 900.00(ZAR) estimated $100.20 (USD)*

    Buy Now +

    Industry Overview

    R 1 330.00(ZAR) estimated $ 70.14 (USD)*

    Buy Now +

    Historical Reports

    The Contact Centre Operations Industry in South Africa 2021-09-06

    R 6 500.00(ZAR) estimated $342.79 (USD)*

    View Report Add to Cart

    The Contact Centre Operations Industry in South Africa 2017-05-25

    R 1 900.00(ZAR) estimated $100.20 (USD)*

    View Report Add to Cart

    The Contact Centre Operations Industry in South Africa 2015-09-22

    R 1 900.00(ZAR) estimated $100.20 (USD)*

    View Report Add to Cart

    Table of Contents

    [ Close ]
    PAGE
    1. INTRODUCTION 1
    2. DESCRIPTION OF THE INDUSTRY 1
    2.1. Industry Value Chain 2
    2.2. Geographic Position 3
    3. SIZE OF THE INDUSTRY 4
    4. STATE OF THE INDUSTRY 4
    4.1. Local 4
    4.1.1. Corporate Actions 9
    4.1.2. Regulations and Government Programmes 11
    4.1.3. Enterprise Development and Social Economic Development 13
    4.2. Continental 13
    4.3. International 16
    4.4. Global Technology Trends Affecting the Contact Centre Industry 17
    5. INFLUENCING FACTORS 19
    5.1. Economic Environment 19
    5.2. Rising Input Costs 20
    5.3. Technology, Research and Development (R&D) and Innovation 20
    5.4. Government Support 21
    5.5. Labour 22
    6. COMPETITION 25
    6.1. Barriers to Entry 25
    7. SWOT ANALYSIS 26
    8. OUTLOOK 27
    9. INDUSTRY ASSOCIATIONS 27
    10. REFERENCES 28
    10.1. Publications 28
    10.2. Websites 28
    APPENDIX 1 29
    Summary of Notable players 29
    COMPANY PROFILES 32
    1STREAM MANAGED TECHNOLOGY SOLUTIONS (PTY) LTD 32
    ACCENTURE SERVICES (PTY) LTD 34
    AEGIS OUTSOURCING SOUTH AFRICA (PTY) LTD 36
    ALTRON TMT (PTY) LTD 38
    AVIRTUAL SERVICES (PTY) LTD 40
    BLAKE CONNECT (PTY) LTD 41
    BUSINESS CONNEXION (PTY) LTD 42
    CARE CALL RETAIL AND DISTRIBUTION SERVICES (PTY) LTD 45
    CCI SA (DURBAN) (PTY) LTD 46
    CCI SOUTH AFRICA (PTY) LTD 48
    DIGITAL MALL (PTY) LTD 49
    DIRECT CHANNEL HOLDINGS (PTY) LTD 51
    DREAMSCHEME 76 (PTY) LTD 53
    DURBAN TECHNOLOGY HUB 55
    EC THREE (PTY) LTD 57
    ERNST AND YOUNG SERVICES (PTY) LTD 59
    EXLSERVICE SOUTH AFRICA (PTY) LTD 61
    FSP SOLUTIONS (PTY) LTD 63
    FULL CIRCLE CONTACT CENTRE SERVICES (PTY) LTD 65
    GIJIMA GROUP LTD 66
    I-TALK CALL CENTRE SOLUTIONS (PTY) LTD 70
    IBM SOUTH AFRICA (PTY) LTD 71
    ICONTACT (PTY) LTD 73
    IGNITION TELECOMS INVESTMENTS (PTY) LTD 74
    INDOX (PTY) LTD 77
    LABORIA SOLUTIONS (PTY) LTD 78
    MANGO5 CALL CENTRE (PTY) LTD 79
    MARKET IQ (PTY) LTD 81
    MERCHANTS SA (PTY) LTD 82
    MINDPEARL SOUTH AFRICA (PTY) LTD 84
    MTN GROUP LTD 86
    NEXTEC INDUSTRIAL TECHNOLOGIES (PTY) LTD 90
    O'KEEFFE AND SWARTZ CONSULTANTS (PTY) LTD 95
    OUTWORX CONTACT CENTRE (PTY) LTD 97
    SA COMMERCIAL (PTY) LTD 98
    SOLUGROWTH (PTY) LTD 100
    STATE INFORMATION TECHNOLOGY AGENCY SOC LTD 102
    TALKSURE TRADING (PTY) LTD 106
    TP SOUTH AFRICA TRADING (PTY) LTD 107
    WEBHELP SA OUTSOURCING (PTY) LTD 109
    WNS GLOBAL SERVICES SA (PTY) LTD 111
    ZEST HOSPITALITY (PTY) LTD 113

    Report Coverage

    The Call Centre Operations report examines recent events, trends and the strengths of the South African BPO industry. Factors that influence the success of the sector are also discussed and include support from Government and the weakening Rand, a weakness that the local BPO industry is able to use to offer international companies more competitive rates and cost-saving solutions. Industry leaders WNS Global Services SA (Pty) Ltd, and CCI Call Centres (Pty) Ltd are two of the 23 companies profiled in the report. Also profiled is Merchants SA (Pty) Ltd which recently finalised a five-year R320m agreement with iSelect, an Australian-based provider of online insurance, utilities and personal finance comparison.

    Call Centre Operations

    The call centre sector, which contributes about R53bn annually to GDP and employs approximately 220,000 people is supported by Business Process Enabling South Africa (BPeSA), an association founded in 2002 to promote and develop the local IT-enabled services industry. Incorporated in the sector is Business Process Outsourcing (BPO) which involves relocating business processes that a company usually performs in-house such as customer-related business and administrative functions, to a third-party service provider such as a call centre. Outsourcing becomes off-shoring when the third-party service provider is located overseas.

    Countrywide Growth

    South Africa continues to attract international brands and since 2012 the local off-shore Business Process Services (BPS) market has experienced compound average growth of 25% year-on-year. Currently 30,000 South Africans work for foreign companies who have based their call centre operations in South Africa, mainly in Cape Town. Johannesburg remains the city of choice for financial operations while Durban is increasingly being considered as a centre for technical support issues. The Eastern Cape holds about 20% of the retail segment, with 60% of Eastern Cape call centres focused on the public sector and Government.

    Read More..
    The Contact Centre Operations Industry in South Africa 2017

    Full Report

    R 1 900.00(ZAR) estimated $100.20 (USD)*

    Buy Now +

    Industry Overview

    R 1 330.00(ZAR) estimated $ 70.14 (USD)*

    Buy Now +

    Historical Reports

    The Contact Centre Operations Industry in South Africa 2021-09-06

    R 6 500.00(ZAR) estimated $342.79 (USD)*

    View Report Add to Cart

    The Contact Centre Operations Industry in South Africa 2019-08-15

    R 1 900.00(ZAR) estimated $100.20 (USD)*

    View Report Add to Cart

    The Contact Centre Operations Industry in South Africa 2015-09-22

    R 1 900.00(ZAR) estimated $100.20 (USD)*

    View Report Add to Cart

    Table of Contents

    [ Close ]
    PAGE
    1. INTRODUCTION 1
    2. DESCRIPTION OF THE INDUSTRY 1
    2.1. Industry Value Chain 2
    2.2. Geographic Position 3
    3. SIZE OF THE INDUSTRY 4
    4. STATE OF THE INDUSTRY 6
    4.1. Local 6
    4.1.1. Regulations and Government Programmes 9
    4.1.2. Enterprise Development and Social Economic Development 10
    4.2. Continental 11
    4.3. International 12
    5. INFLUENCING FACTORS 13
    5.1. Government Support 13
    5.2. Labour 15
    5.3. Economic Environment 17
    5.4. Rising Input Costs 17
    5.5. Technology, Research and Development (R&D) and Innovation 18
    6. COMPETITION 20
    6.1. Barriers to Entry 20
    7. SWOT ANALYSIS 21
    8. OUTLOOK 22
    9. INDUSTRY ASSOCIATIONS 22
    10. REFERENCES 23
    10.1. Publications 23
    10.2. Websites 23
    COMPANY PROFILES 24
    AEGIS OUTSOURCING SOUTH AFRICA (PTY) LTD 24
    CCI SA (DURBAN) (PTY) LTD 27
    CCI SOUTH AFRICA (PTY) LTD 29
    DIGITAL MALL (PTY) LTD 31
    DIRECT CHANNEL HOLDINGS (PTY) LTD 33
    DREAMSCHEME 76 (PTY) LTD 35
    DURBAN TECHNOLOGY HUB 37
    ERNST AND YOUNG SERVICES (PTY) LTD 39
    GENPACT SOUTH AFRICA (PTY) LTD 41
    GIJIMA GROUP LTD 43
    IBM SOUTH AFRICA (PTY) LTD 47
    IGNITION TELECOMS INVESTMENTS (PTY) LTD 50
    IONETT SOLUTIONS CC 53
    MERCHANTS SA (PTY) LTD 55
    MINDPEARL SOUTH AFRICA (PTY) LTD 57
    MTN GROUP LTD 59
    O'KEEFFE AND SWARTZ CONSULTANTS (PTY) LTD 63
    SA COMMERCIAL (PTY) LTD 65
    SELLSURE INSURANCE BROKERS (PTY) LTD 67
    TP SOUTH AFRICA TRADING (PTY) LTD 69
    WEBHELP SA OUTSOURCING (PTY) LTD 71
    WNS GLOBAL SERVICES SA (PTY) LTD 73
    ZEST HOSPITALITY (PTY) LTD 76

    Report Coverage

    The report on the South African Call Centre sector focuses on the current state of the sector, developments within the sector and factors influencing the success of the industry. The report profiles 21 companies including listed company Aegis Outsourcing South Africa (Pty) Ltd which operates as an inbound call centre outsourcer and has approximately 15 clients in the telecommunications, automotive, leisure, pharmaceutical, financial, utility and insurance sectors. Also profiled are unlisted companies including TT Callcentre (Pty) Ltd t/a Tele-Tech which operates as a call centre and offers direct marketing services.

    The Call Centre Sector

    This report focuses on South Africa’s call or contact centre industry which accounts for 80% of business process outsourcing (BPO) operations and contributes more than R46bn annually to the country’s GDP. Foreign investment continues to drive growth across the industry, which employs more than 200,000 people. Contact Centre Management Group (CCMG) statistics show that there are almost 1,900 call centres in South Africa. Of these 21% are corporate or captive call centres and 40% are outsourced call centres dedicated to outbound sales and telemarketing. While Johannesburg, Cape Town and Durban are the major call centre hubs in the country, the Western Cape has the highest number of international clients.

    Developments in the Sector

    In the global industry, South Africa’s main competitive advantages are seen as its cultural affinity with the United Kingdom, its pool of educated English speakers and increasingly its specialised skills, especially in the financial services sector. 75% of foreign investment in the call centre sector originates from Government support in the form of the Department of Trade and Industry’s (DTI) Business Process Outsourcing incentives. The five year extension of these incentives until 2019 is expected to result in further growth especially for the 18 to 35 age group where job creation is most needed. The growth of social media, web-based solutions and other developments in technology continue to drive change in contact centres locally and around the world.

    Read More..
    The Contact Centre Operations Industry in South Africa 2015

    Full Report

    R 1 900.00(ZAR) estimated $100.20 (USD)*

    Buy Now +

    Industry Overview

    R 1 330.00(ZAR) estimated $ 70.14 (USD)*

    Buy Now +

    Historical Reports

    The Contact Centre Operations Industry in South Africa 2021-09-06

    R 6 500.00(ZAR) estimated $342.79 (USD)*

    View Report Add to Cart

    The Contact Centre Operations Industry in South Africa 2019-08-15

    R 1 900.00(ZAR) estimated $100.20 (USD)*

    View Report Add to Cart

    The Contact Centre Operations Industry in South Africa 2017-05-25

    R 1 900.00(ZAR) estimated $100.20 (USD)*

    View Report Add to Cart

    Table of Contents

    [ Close ]
    PAGE
    1. INTRODUCTION 1
    2. DESCRIPTION OF THE INDUSTRY 1
    2.1. Industry Value Chain 2
    2.2. Geographic Position 3
    3. SIZE OF THE INDUSTRY 3
    4. STATE OF THE INDUSTRY 6
    4.1. Local 6
    4.1.1. Corporate Actions 8
    4.1.2. Regulations and Government Programmes 8
    4.1.3. Enterprise Development and Social Economic Development 11
    4.2. Continental 12
    4.3. International 12
    5. INFLUENCING FACTORS 14
    5.1. Government Intervention 14
    5.2. Labour 14
    5.3. Economic Environment 16
    5.4. Rising Input Costs 17
    5.5. Technology 17
    6. COMPETITION 19
    6.1. Barriers to Entry 19
    6.2. Research and Development (R&D) and Innovation 20
    7. SWOT ANALYSIS 20
    8. OUTLOOK 21
    9. INDUSTRY ASSOCIATIONS 21
    10. REFERENCES 22
    10.1. Publications 22
    10.2. Websites 22
    COMPANY PROFILES 23
    AEGIS OUTSOURCING SOUTH AFRICA (PTY) LTD 23
    CCI CALL CENTRES (PTY) LTD 25
    DIGITAL MALL (PTY) LTD 26
    DIRECT CHANNEL HOLDINGS (PTY) LTD 28
    DREAMSCHEME 76 (PTY) LTD 30
    DURBAN TECHNOLOGY HUB 32
    ERNST AND YOUNG SERVICES (PTY) LTD 34
    GENPACT SOUTH AFRICA (PTY) LTD 36
    GIJIMA GROUP LTD 38
    IBM SOUTH AFRICA (PTY) LTD 42
    IGNITION TELECOMS INVESTMENTS (PTY) LTD 44
    IONETT SOLUTIONS CC 46
    MERCHANTS SA (PTY) LTD 47
    MINDPEARL SOUTH AFRICA (PTY) LTD 49
    MTN GROUP LTD 51
    O'KEEFFE AND SWARTZ CONSULTANTS (PTY) LTD 55
    SA COMMERCIAL (PTY) LTD 57
    SELLSURE INSURANCE BROKERS (PTY) LTD 59
    TP SOUTH AFRICA TRADING (PTY) LTD 61
    VELOCITI (PTY) LTD 63
    WEBHELP SA OUTSOURCING (PTY) LTD 65
    WNS GLOBAL SERVICES SA (PTY) LTD 66
    ZEST HOSPITALITY (PTY) LTD 68

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